Description

Certified ServiceNow Delivery Lead CSA (ServiceNow Certified System Administrator) with 4+ Years deep ITSM, Service Catalog, HRSD & ITAM experience.

• Agile (PSM) and PMP certified So I can fit any project type and delivery mode.

• 10+ years of project experience across Canada and the USA in telecom, tech, auto, banking, and aviation, covering design and implementation phases.

• Service-focused team player known for active listening, collaboration, and raising risks or dependencies to leadership to ensure top-quality Stakeholder Management.

Languages

English
Native or bilingual
French
Native or bilingual
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Dubai (up to 50km)

Bell
ServiceNow Consultant
DIGITAL AND IT
March 2023 - Today (3 years and 3 months)
Dubai - United Arab Emirates
o Contributed to the full transformation of Bell’s legacy “MyWarehouse” system into a scalable ServiceNow solution using Service Catalog — enabling automated workflows to manage hardware, software, secure ID, and mobile services for 46,000 employees across all lifecycle scenarios (onboarding, offboarding, replacements, deletions).

o Analyzed the “MyWarehouse” support model and transformed it into a streamlined ServiceNow ITSM flow, activating SLAs, reports, and automations to improve resolution time by 30% and provide stakeholders with actionable insights.

o Collaborated on an HRSD project to integrate the pre-onboarding phase, enabling automated delivery of laptops, access cards, system permissions, and Secure ID—enhancing the new hire experience and reducing manual workload.

o Initiated the implementation of HAM Pro to manage the full asset lifecycle, with a focus on automating asset tracking, recurring billing, and one-time charges for improved accuracy and control.
ServiceNow
PRATT & WHITNEY Canada
Service Now Business Process Consultant ITMS
AVIATION AND AEROSPACE
June 2021 - January 2023 (1 year and 7 months)
Montreal, QC, Canada
o ServiceNow Phase 2: Configuration of the ITSM module with Incident, Problem, Change, and Request Management, SLA automation, knowledge base setup, and real-time reporting to align with ITIL best practices and enhance service delivery.

o Contributed to user story creation, analyzed risks and dependencies, and ensured proper assignment across Agile teams—aligning business needs with technical delivery.

ServiceNow
Desjardins
Senior adviser
BANKING AND INSURANCE
May 2020 - June 2021 (1 year and 1 month)
Montreal, QC, Canada
o Guided Agile adoption for AWS-hosted services, mapping current workflows and designing lean, ITIL-aligned processes.

o Ran stakeholder workshops and produced risk-mitigation playbooks and KPI dashboards, strengthening cloud resilience and visibility.

o Streamlined a $8 M cloud project portfolio, using backlog prioritization and cost-optimization to accelerate high-value AWS deliverables.